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"I’ve been a loyal Snell customer for years, but this recent experience was deeply disappointing. After our AC failed in August, Snell diagnosed a leaking evaporator coil. We chose to replace the system through them, and the salesperson took time to evaluate the setup in advance. However, on installation day, the crew arrived without the correct ductwork and had to make adjustments on the fly. Unfortunately, the adjustments were poorly executed: • The Aprilaire humidifier was mounted on sloped ductwork rather than a level surface, contrary to manufacturer specifications. • The hole for the humidifier was cut inaccurately. • The drain line was left kinked in multiple places. Aprilaire support later confirmed the humidifier was not installed correctly and warned this could lead to water backing up into the system — a concern I had raised with the installers before they left. Despite multiple follow-up attempts, I received no meaningful response. I was told my concerns would be escalated, but no one followed through. This was a major investment, and I now feel I need to bring in another HVAC team to correct issues that should have been resolved from the start. I’ve recommended Snell in the past, but I can’t in good faith do so now after this experience."

"On time. Helpful advice on selecting faucet and garbage disposal. Very experienced plumber, worked methodically and efficiently. Came well-prepared with tools and parts. Took care to protect floor, countertop, and cabinets. The under-sink area, valves and drains are cleanly installed and a big improvement over the mess that was replaced."

"They charged $98 to come give me an estimate for swapping our a shower valve cartridge, which was fine, but the pricing they provided was completely unreasonable, $1,000. They were unwilling to provide any detail for the price. I ended up buy the part myself for $30 and replaced it in 30 minutes."

"All went well."

"The owner came out 7/10/25 to take a look at work to be done on my condo. Upon leaving he told me he would provide an estimate. That was 7/10/25. Today is 7/24 and I never heard from him. If he decided the work wasn't for him for whatever reasons, he should have told me he wasn't interested, not tell me he would get back to me with an estimate."

"2 of 997 Urgent: Project Management Issues & Pending Renovation Work We are experiencing significant project management issues that have caused unnecessary delays and frustration.Their quality of work is good but project management sucks big time,. We started our bathroom rennovations on Nov 29th 2024 the project wsda supposed to be completed in 5 weeks now it is almost 2 months and the master bathroom still needs to begin constreuction. We have had 3 project managers so far. However, despite multiple follow-ups over the past week via our text messaging group and several calls, we have yet to receive any updates on a variety of outstanding work in the loft and guest bathroom that need to be done. This lack of communication and progress is unacceptable. While we understand that Elkay is taking a break, the responsibility for keeping us informed and ensuring the project stays on track should not be neglected. We are not getting proper updates about stataus of several pending issues and we feel like we are being passed around without any clear resolution or accountability. The most pressing concern is the arrival of the bathtub, as all further work on the master bathroom is stalled until it arrives."

"Excellent customer service. Excellent finished product. West Shore Home came to install a shower in one bathroom and bathtub/shower in another bathroom. Their customer service is top tier! They took extra caution to ensure they didn’t damage or disrupt my home or other furniture as they carried their equipment in and out of the house. They encouraged me to see the progress as they worked. (Nothing to hide is always a good thing.) When I expressed surprise and disappointment with one aspect of the design, they immediately began solutioning the issue."

"The plumber arrived at my rental property to troubleshoot a bathtub faucet handle that was loose. He quickly identified that a part needed to be replaced and informed my tenant. However, rather than replace it, he haphazardly put the faucet handle back on improperly and quickly rushed out of the house. My tenant called me immediately to tell me that not only was the problem not fixed, but the water wouldn t even turn off anymore after the plumber had worked on it. He was also only in the home for several minutes before giving up, and my tenant informed me that he was extremely impolite to both her and her mother. When I called the company dispatcher to ask if he could go back to fix it, he lied to me and told me that the part was replaced (it wasn t), and told me that he would not send the plumber back out that afternoon. I called mere minutes after he left the home. I had a completely different company fix it the next day, and they told me that the previous plumber had done nothing at all."